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The New Telephone - A Primer on Voiceover Internet Protocol (VoIP)

(Editorial note 8/08: This primer is a work in progress.  Check back for a glossary, additional case studies from the community, and a discussion of staffing and costs.)

 

What is VOIP?
Voiceover Internet Protocol (VoIP) is a method of transmitting voice over the Internet rather than over traditional telephone lines. It has existed since the 1970s, but hasn't been practical until recent years, when quality has improved enough that (under certain conditions) is a useful, inexpensive alternative to traditional telephones.

 

What are the advantages of VOIP?

  • It's sometimes cheaper than traditional telephone service -- for outgoing, point to point, or office to office calls.

    • VoIP uses your internet connection, and so its use is wrapped into your overall Internet bill. That means you won't be charged by the minute for phone calls -- long distance or local.
    • VoIP service providers often make extras such as conference calls, call forwarding, caller ID available for free.
    • VOIP gives users the ability to transmit more than one telephone call over the same broadband connection – so you can have multiple phones in an office without paying for extra lines.
  • It offers flexible location: VoIP allows you to plug in an make a call anywhere you have a broadband connection.

  • Because it's running on the same data lines as your Internet connection, VoIP allows interoperability of voice with computer systems. This enables video conversations, but it also allows for "unified messaging" -- the integration of your voicemail, text messages, and email into one location (potentially your Microsoft Exchange server).

  • VoIP can be nimbler and less expensive than the telephone company – or a telephony vendor – to set up and install office phones.


What are the drawbacks of VoIP?

  • Voice quality and reliability are not always as good as landlines. (Programs will have to decide when quality is more important than lower costs.)

  • If your office has an Internet or power outage, your phone system will be down, too.

  • Some VoIP doesn't allow for fax transmission (outside link to Wikipedia).

  • Because VoIP is portable, it's difficult to locate users geographically. This leads to complications dialing 911 – your call may not be routed to the correct emergency call center. A workaround for this is Enhanced 911 a special 911 option offered to VoIP users, usually at an extra charge. E911 dispatches emergency vehicles using static address listings that are maintained by the VoIP user, so if the address on file is incorrect, emergency services have no way of finding them.

  • Initial start up costs may be steep if your office doesn't have a significant broadband infrastructure. What kind of infrastructure do you need? Take a look at TechRepublic's VoIP Resource Guide for a more technical discussion. (You'll need a login, but it's free.)

  • There's been a lot of talk about VoIP being a security risk. It is transmitted unencrypted over the Internet, which makes it vulnerable to tapping. There are workarounds for this – see Voipnow.org's How to Encrypt Your VoIP.

 

Want to know more about VoIP and how it's being used by legal aid programs? Click on the links below (or at the upper right) for examples from the community and a list of further resources.

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